Reviews

Review Details

• Review fromLuanne N

  Date: 10/11/2023

  1 star
  TERRIBLE. impossible to get a human being on the phone, must communicate via email. You MIGHT get a response maybe 5 business days later. Tried using the live chat - no one answers! Took THREE MONTHS for us to receive our order! UNACCEPTABLE! HOW CAN YOU RUN A BUSINESS WITHOUT PHONES???? There is something VERY wrong here! WOULD NEVER USE THIS COMPANY AGAIN!!! They need to be shut down - had no idea there were so many complaints!
  

  SquadLocker, Inc.

  Date: 10/12/2023

  ******,

  I apologize for the negative experience you had.  The delays we experienced with orders these last two months were a direct result of a recent conversion.  These order delays have caused a very high increase in service requests and my team and I are working to respond to everyone as quickly as we can.  Phones were shut off last October and have not been an issue as our response time is typically 1-2 business days max.  I apologize that you experienced these delays with your order and our service response.  

   

  Thank you,

  *******

• Review fromLisa R

  Date: 10/11/2023

  3 stars
  SqaudLocker updated system interface has created significant delays with our order. I have received a few updates on shipping windows but the length of time it's taking to receive orders has been frustrating to say the least. I did reach out to customer service for an update and received an amazing follow up from ****. He replied to my inquiry and helped to make the situation more tolerable. As I am frustrated that I still don't have my gear, I am appreciate the **** took the time to address my situation and give me more concrete details regarding my multiple orders. Had it not been for his customer service, I would have considered moving on from SquadLocker. However, due to his emphatic response, I will give the company one more shot. Thanks **** for helping me with my questions!
  

  SquadLocker, Inc.

  Date: 10/12/2023

  ****, 

  Thank you for your patience and understanding.  We apologize for the delays you and your organization have experienced.  I am so happy to hear that **** was able to assist you.  Please reply to your thread with **** if you have any additional questions or concerns we can assist with.

   

   

• Review fromChristopher q

  Date: 10/10/2023

  1 star
  Should have known better wish I would have seen these reviews and I will tell my organization that they are basically a scam take your money and do not live up to their end, they have no phone number to talk to anyone should be out of business!!
  

  SquadLocker, Inc.

  Date: 10/11/2023

  Hello *****,

  I am sorry that you were unable to reach us by phone, we have been email only for over a year.  Due to extremely high volumes due to delays with a recent conversion we do have extended response times on emails.  Your emails, as this review do not clarify your request.  I am assuming you received our proactive communication of your order shipping later than originally anticipated.

  If you could please contact me directly at *********************************** I would be happy to work with you on either canceling the order or working to ship it by October 17th.  

  I look forward to hearing from you so I can assist.

   

  Thank you,

  *******

• Review fromAngela R

  Date: 09/22/2023

  1 star
  I placed 2 orders nearly a month ago and my cards have been charged yet my order has not been received and I cannot get an ETA, just get an email back saying my order is in process and i will receive shipping notification. The season is almost over.
  

  SquadLocker, Inc.

  Date: 09/28/2023

  Hi ******,
  Our apologies for the delays with your orders and our responses. Unexpected delays in our production and warehouse facilities due to a recent system conversion is causing abnormally high service volumes and my team and I are working to respond as quickly as possible.

  I have reached out to you directly twice this week to discuss the two orders placed as one was delivered however the payments have been disputed.  I'd like to work with you to resolve this issue.  Please reply to our case ***** or email me directly at ***********************************.

  Thank you,

  *******

   

• Review fromSteve F

  Date: 09/15/2023

  1 star
  I previously gave this business a one star review. In retrospect they don't deserve ANY star. I ordered an item that was made wrong and they agreed to remake it at their expense then canceled the replacement order with no explanation! Now they expect me to provide my bank information to get a refund! Not that dumb! I 'm just out the money and product . Never again!
  

  SquadLocker, Inc.

  Date: 09/20/2023

  *****,

  I apologize for the error on your original order.  I am not sure I completely understand the review as I see you are actively working with a member of my service team.  The no charge replacement order was not canceled, and in fact has just shipped.  I also do not see a request of ours requesting your banking information.  If you have more information to share, please email me at *********************************** so I can further research your request.

   

  Thank you,

  *******

• Review fromAndrea W

  Date: 09/14/2023

  1 star
  I placed an order on 8/13/2023. It was estimated to be shipped by 9/5/2023. I emailed their customer service on 9/9/2023 when there had been no change in my order status and nothing was shipped. The email response states 2-4 business days for a response, however, it is now 9/14/2023 and I still don't have anything I ordered, my order still shows that it has not shipped and no one has contacted me back from customer service. I get production delays, but most other companies are transparent and will send an update on the order status. Very disappointed and since I don't have the items I ordered and can't get in touch with anyone at the customer service, I'm not forced to contact my credit card company and open an investigation to get my money back.
  

  SquadLocker, Inc.

  Date: 09/20/2023

  ******,

  Our apologies for the order delay and lack of communication.  We were unable to proactively communicate the delays as we were unaware of which orders were delayed due to our recent system conversion, as it was not all of them. Due to high volumes at this time our service responses are taking 2-4 business days, I apologize if that was not clear in our case confirmation email.

  The order looks to have been delivered to you on 9/18/23.  If that is not the case or there are any issues at all with your order, please feel free to reach out to me directly at ***********************************

  Thank you for your understanding,

  *******

• Review fromMichael L

  Date: 09/12/2023

  1 star
  Placed an order over *************************************************************** 3-5 days. The conversion excuse they are giving doesnt cut it.
  

  SquadLocker, Inc.

  Date: 09/13/2023

  *******,

  I am so sorry for the delay with your order as a result of our recent conversion.  As of yesterday 9/12/23 we were able to successfully ship your order.  For the delay, I have refunded your shipping charge in addition to 15% of the order total.

   

  Thank you for your understanding,

  *******

• Review fromNick R

  Date: 09/06/2023

  1 star
  Placed an order over a month ago and items still have not shipped. Email sent no response. Dont even try calling them, they dont accept phone calls. What a garbage company.
  

  SquadLocker, Inc.

  Date: 09/07/2023

  *******,

  Our apologies for the delay with your order.  Due to a recent conversion, we have experienced delays with some of our orders.  Your order is currently on the production floor and expected to ship within 2-3 business days.  Due to the delay, we have upgraded your shipping and I have just refunded the shipping charge.

  The email sent was received yesterday and our service team typically responds within 1-2 business, as emails are handled in the order they are received, the team had not reached your email yet.  I apologize that we were not able to respond same day.  

  As soon as your order ships, you will receive an email with the tracking details. 

  Thank you for your patience and understanding,

  *******

• Review fromLane S

  Date: 08/15/2023

  1 star
  I have waited over 5 weeks for an order that still hasnt shipped, and they cant give me an estimated ship date. How can a company operate this way? Their products are quite expensive, too. I would not use them for your school! Dont bother trying to call either - youre at the mercy of when they respond to an email.
  

  SquadLocker, Inc.

  Date: 08/16/2023

  ****,I apologize for the delay with your order. As you stated the estimated ship date provided at checkout was 8/3/23. As you have likely heard from my support team there have been some unexpected delays due to a system conversion done in July. We are all working to resolve these issues to produce the late orders as quickly as possible. These types of delays are not common with us and are directly related to our conversion and I apologize for that. We offer email as the option to communicate as it ensures that everyone customer request is handled in the order it was received. I apologize if this is an inconvenience to you. Typically our response time is 1-2 business days and I see that all of your emails were responded to either the same day or the next business day.We will continue to monitor this order and ship it out as soon as it is produced. I will personally follow up with the tracking details once they are available.Thank you,*******

• Review fromGaylie C

  Date: 04/12/2023

  1 star
  HORRIBLE customer service. It took 3 weeks to get my order and then it was wrong. There is NO way to actually speak with anyone at this company - about anything. All you can do is send an email and hope they respond and it resolves your issue. I will NEVER again buy from this company no matter how much my school promotes it, and I have told every parent I know in my kids school the same thing.Do better squad locker, you just lost someone who buys A LOT of sports clothing for their kids.
  

  SquadLocker, Inc.

  Date: 04/13/2023

  ******,

  I am sorry you were unhappy with the sizing of the shorts you selected.  We understand that ordering online can be tricky, so we make sure to include size charts for all of the products.  I was able to locate a case where you emailed into our support team yesterday morning and within 4 hours my team responded, with a courtesy store credit to repurchase the correct size for your child.  I see you also had concerns with the items available for purchase.  SquadLocker doesn't merchandise stores, the admins who create the stores select the products they want to offer to their organization.  We have supplied you with the names of your store owners to work with them to have additional offerings added to the store that meet your needs.

  You also shared concerns with our turnaround time.  Squadlocker does offer a faster turnaround time on items kept in our warehouse, those items are marked as Express Production available on the store front.  For the items not marked as Express Production, they must be brought in from our vendors before we can decorate and ship it out to you.  We provide ship dates both in the cart and at checkout to make sure customers are aware of the turnaround times before placing their orders.

  If there are any other issues or concerns I can address for you please feel free to reach out to me directly.  My name is ******* and I am the Customer Experience Manager here at ********************** and I can be reached at ***********************************